What happens if I fail to verify a new device?
If you fail to verify a new device, you first get three attempts at the selfie check. After the third failed attempt, you see a "Maximum Liveness Check Limit Reached" notification, and Pluang's team emails your registered address to request the data needed to verify you manually. Manual verification is done by video, either a recorded video or a video call depending on your account, so follow the instructions in that email. Failing the selfie check doesn't lock you out: on the new device you can still log in, view your portfolio, buy, sell and top up. Only Reset PIN, Forgot PIN, Cashout and Crypto Send stay unavailable on that device until it's verified. Once your manual verification is approved, Reset PIN and Forgot PIN work straight away, and Cashout and Crypto Send open 24 hours after your verification succeeds.
What happens at each stage
| Stage | What happens | What you do |
|---|---|---|
| Attempts 1–3 | You take a selfie for the liveness check. If an attempt fails, you can try again, up to three attempts in total | Take the selfie in a well-lit place, with your whole face in the frame and nothing covering it |
| After the third failed attempt | You see the "Maximum Liveness Check Limit Reached" notification, and Pluang emails your registered address to request the data for manual verification | Check the inbox of your registered email, including the spam folder |
| Manual verification | Pluang's team verifies that it's you by video: a recorded video or a video call, depending on your account | Follow the instructions in the email from Pluang |
| After approval | Reset PIN and Forgot PIN work straight away. Cashout and Crypto Send open 24 hours after your verification succeeds | Nothing. The 24-hour hold ends automatically |
Related questions:
Q: How does manual verification by video work?
After your third failed selfie attempt, Pluang's team emails your registered address to request the data needed to verify you manually. The verification is done by video: depending on your account, you're asked either to record a video or to join a video call with the team. The email explains what to do next, so follow its instructions. Once the team approves your verification, your new device is verified and the usual 24-hour hold on Cashout and Crypto Send applies.
Q: What should I do if I didn't get the email from Pluang?
First check the inbox of the email address registered to your Pluang account, including the spam and promotions folders. If the email still isn't there, contact Pluang Care through in-app live chat, which you can still use because failing the selfie check doesn't stop you logging in. You can also email tanya@pluang.com or call (021) 8063 0065, Monday to Friday, 09:00–18:00 WIB. Mention that you reached the maximum liveness check limit on a new device.
Q: Can I still use Pluang while my new device isn't verified?
Yes. Failing the selfie check doesn't block your login. On the new device you can still view your portfolio, buy, sell and top up as usual. Only four activities stay unavailable on that device until it's verified: Reset PIN, Forgot PIN, Cashout and Crypto Send. Your assets and balances stay in your account the whole time, and nothing you already hold is affected by the failed verification.
Q: When can I withdraw after my manual verification is approved?
Cashout and Crypto Send open 24 hours after your verification succeeds. Completing new device verification is one of the activities that start Pluang's 24-hour security hold on money leaving your account, and that applies whether you passed the selfie check yourself or were verified manually. Reset PIN and Forgot PIN don't wait: they work as soon as your verification succeeds. The hold ends by itself, so there's nothing you need to request.
Q: Why might my selfie check fail?
The selfie check recognises your face and confirms that you're physically present. It can fail because of the photo itself: a dark or uneven room, a blurry image from a moving phone, or a face that's partly covered or outside the frame. A temporary system error can also cause a failed attempt, so update the Pluang app to the latest version before you try again. For practical tips, see the article on passing the selfie check on a new device.